Configure Cases
  • 13 Jul 2022
  • 2 Minutes to read
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Configure Cases

  • Dark

Configuring the Case object for text messaging requires a few steps. You will need to create one new field and then make some modifications to your Case page layout(s).


  1. Create a new Do Not SMS field for the Case object. By default, this field is not included with the Blackthorn Messaging package; however, creating this field in your org will allow Messaging to function properly.
  2. Go to Setup > Object Manager > Case.
  3. Click Fields and Relationships.
  4. Click the New button.
  5. Choose a Checkbox field type and click Next. Give it the following properties:
    • Label: Do Not SMS
    • API Name: Do_Not_SMS
  6. Click Next. Ensure the field is visible to the necessary profiles and click Next.
  7. Click Save.

Page Layouts

  1. Go to Setup > Object Manager > Case.
  2. Click Page Layouts and choose the layout you want to modify. This will open the Page Layout editor.


  1. In the top section of the page layout editor, click Fields.
  2. Search for the Do Not SMS field that you just created.
  3. Drag the Do Not SMS field onto your page layout and place it where you'd like. If the field is already on the layout, move it as needed.

Related List (optional)

  1. In the top section of the page layout editor, click Related Lists.
  2. Search for the SMS Messages related list.
  3. Drag the SMS Messages related list into the Related Lists section at the bottom of the page and can place it where you'd like.
  4. Once it's on the page, click the Wrench icon to open the Properties for this related list.
  5. Add these fields in the following order:
    1. Message Date
    2. Direction
    3. Message (Full)
    4. Status
    5. From Phone
    6. To Phone
    7. SMS Message Number
  6. In the Sort By drop-down, choose "SMS Message Number" and "Descending".
  7. Click the plus sign (+) located in the Buttons section.
  8. Uncheck the box next to New and click Ok.
  9. Save the page layout.

Lightning Record Page Layout

  1. In the Object Manager, click Lightning Record Pages located in the left-hand sidebar.
  2. Click the name of the Lightning Page Layout you want to modify.

If you don't see any Lightning page layouts listed, click the New button. Choose "Record Page" and click Next. Provide a Label (i.e. Case Layout), choose the Case object, and click Next. Click Clone Salesforce Default Page. Choose Case Record Page Default and click Finish.

You should now be in the Lightning App Builder. On the left-hand sidebar you will see a list of Lightning Components.

  1. Search for the Messaging Messenger component.

  2. Drag and drop the Messaging Messenger component to add it anywhere on your page. After adding it to the page you will see some configuration options on the right-hand side. We recommend keeping the default Max Height of "400px", but you can modify this as needed.

    • If you've added the component to a sidebar choose the One Column option.
    • If you've added it to a wide section of the page you can select the Two Column option to maximize the space.
  3. Click Save and Activate your page. You may need to refresh your browser for the changes to take effect.

  4. Navigate to a Case record to see the Messaging Messenger component on your page.